Customer service continues to be a major competitive differentiator for organizations across all verticals. Here are 50 memorable quotes that reinforce just how important it is for your business to deliver the best customer service possible.
Customers are increasingly demanding quality customer service. In fact, 70% of consumers will spend 13% more on companies that provide excellent service.
In early 2012, Gartner advised clients that: “the emerging need to support customers on the Internet and social media, as well as on mobile devices, was having a profound impact on future planning.”
This was a significant increase from 2010 when only 58% of consumers said they would spend 9% or more on businesses that delivered that outstanding customer service. Despite the importance of customer service many businesses do not seem to be getting the message. The same survey found that only six in every 10 consumers believe that businesses are focusing on providing great customer service.
Providing exceptional customer service does not necessarily have to involve investing millions of dollars. Here are three different ways that businesses can provide great customer service.
Today we continue our series exploring the ways call centers can see direct, measurable benefits by adding a call-back solution. We’re walking through the paths to “hard” ROI, such as reducing abandon rate, telco costs, or (today’s topic) handle time, one post at time. If you missed part 1, you can read it here.
With this series, we’re setting aside the other major upside to call-backs – increased customer satisfaction. Often the pursuit of happier customers is sufficient enough for all call centers to give this technology a close look, but we recognize that some organizations are more motivated by quantitative benefits, or need additional “ammunition” to obtain budget approval.
We live in the era of social media, where a single negative review can go viral in a nanosecond. Customers know what they want and what they’re going to get when they engage with a company – and “delight” is not on their list of expectations. So why are companies sticking to the same clichéd marketing playbook?
The current reality is that customer satisfaction levels are lower than they were in the 1970s, according to CCMC’s National Rage Study. Despite a substantial increase in spending by companies to handle customer complaints, nearly $76 billion is at risk to businesses as a result of customer dissatisfaction. Continue reading →
Internal communication can make or break customer service relations. Not only do employees need to stay abreast of the latest developments in the company, but they also need to be aware of the essence of the company’s brand, so the end user’s experiences will be consistent across the board. Unfortunately, streamlining internal communication is easier said than done, especially in large organizations. And accomplishing these objectives without a formal plan can lead to chaos—and in severe cases, employee burnout.
Here are six of the most common internal communication challenges, along with potential solutions to consider: Continue reading →
This year’s Enterprise Connect conference was a whirlwind of sessions, demos and announcements. There was also an abundance of big reveals from major vendors including Cisco (re-launching its UC endeavor as “Spark”), Interactive Intelligence (announcing PureCloud Collaborate), Microsoft (unveiling Skype for Business) and Avaya (announcing a new call center partnership with Google).
I wrote up my top takeaways on trends related to call centers a couple weeks ago, you can read that here. Many industry analysts did the same and, now that the dust has settled, I’ve assembled the top posts here for easy reference. Continue reading →
76% of people say that just ONE unpleasant contact center experience is enough to make them take their business elsewhere. If you ask consumers what can ruin the call center experience for them, “waiting on hold” is consistently at the top of the list. Not surprisingly, 75% have said the option of a call-back highly appeals to them.
So what are great contact centers doing? The answer is simple: They’re deploying a call-back solution. However, the really smart ones are following best practices when they deploy, keeping a keen eye on how to do this successfully. Continue reading →
A while ago, we documented how Fonolo helped Tech CU (a credit union based in San Jose) handle unpredictable spikes in call volume to its call center. Like many organizations, they struggled with high abandon rates (upwards of 20%), no matter how they managed their workforce.
By implementing In-Call Rescue (a cloud-based call-back platform), Tech CU was able to replace hold-time with a call back when call volumes – and hold times – peaked. This lowered the rate of call abandonment: Rather than hang-up, members could instead choose the call-back option and receive a call when an agent was free to speak with them, something that also improved the customer experience. Continue reading →
When people think of contact centers offering a call-back instead of putting callers on hold, the first thing that comes to mind is improved customer satisfaction. Consumers hate long hold times, so removing that frustration is obviously going to lead to happier callers. For many Fonolo customers, this is the primary, or even sole, motivation for adding call-backs.
But there’s another angle to this story. When deployed correctly, call-backs can deliver concrete ROI through several paths: lower abandon rate, shorter handle time, reduced telco cost and more consistent call volume. In this series, we’ll devote one post to exploring each benefit.
These posts will be more detailed and analytic than usual, so if you want a more high-level introduction, try 5 Reasons You Need Call-Backs in Your Contact Center. Continue reading →
It’s no secret that customers dislike waiting on hold. But hiring more agents in order to reduce wait times is rarely a cost-effective solution, and having enough agents to handle peak volumes means that staff sits idle when call volumes are low.
This is why an increasing number of contact centers are implementing a call-back solution. Replacing hold-time with a call-back can be an extremely effective way to solve the major problems that negatively impact your call center (e.g. high abandon rates, spikes in call volume, high cost-per-call, low customer satisfaction). Continue reading →